Customer Service Rep

Customer Service Rep

Customer Service Rep

Reports to: Lead Career Navigator

Position Classification: Full time, Non-exempt

Office Location: Ardmore, OK

Experience Extreme Customer Service

About the Company

Dynamic Workforce Solutions (DWFS) contracts with state and local entities to provide services that offer the communities we serve reliable workforce development and training solutions that result in talented, well-trained people positioned for tomorrow's jobs. Our innovative approach to delivering services, passion for the work we do and commitment to ongoing quality have defined over three decades of exceptional results. Our people feel they are part of something way bigger than just a job. We commit to delivering Extreme Customer service in order to provide outstanding outcomes for the people and businesses we serve.

Your Impact

Are you outgoing and interested in helping others? In this role, you will serve as the first point of contact for all customers seeking Workforce Center services. You will be able to assist these customers in accessing the information and services they need. You will also facilitate training sessions for customers in alignment with program goals.

What We Can Offer You-

Health Insurance: Traditional PPO Plan or HDHP plans available with Anthem Blue Cross Blue Shield. HAS, FSA, Dental Insurance and Vision insurance are also offered. Other offering- Life Ins, AD&D, Short- and Long-Term Disability.

PTO- Employees Receive the equivalent of 18 days of PTO per year, with an additional 5 days added after 4 years of Service, and other 5 days after 9 years of service. Our Company also offers 11 paid holidays.

Retirement Plan- After 1 month of service you will be able to participate in DWFS Group 401k Saving Plan, with company matching up to 4.5%.

Tuition Reimbursement Program- For courses or programs that are a full semester or longer, the Company may contribute up to $500.00 per semester (maximum of two semesters per calendar year) towards the cost of tuition and books.

Professional Development- DWFS believes in supporting the individual growth of its employees. To encourage employee development, DWFS offers a professional development reimbursement program to eligible employees who attend job related seminars and certification programs.

One on One Coaching and Mentoring- DWFS strongly believes in development and having open lines of communication. We do regular coaching and mentoring with our staff.

Growth Opportunities- DWFS believes in the development of their staff, this leads to growth options. We regularly hire from within. Since we are nationwide, this opens many opportunities.

Primary Objectives of Position: Serves as first point of contact for all customers seeking Workforce Center Services.

Essential Job Functions:

• Assist customers in accessing resources to secure employment, training or other supportive services to attain self-sufficiency.
• Provide basic information and direct customers to services in an appropriate, timely and efficient manner.
• Promote the benefits and scope of services available by making customer referrals to appropriate workshops, assessments and internal programs.
• Ensure that there is equitable access for all individuals regardless of needs or barriers.
• Coordinate the efficient use of resources with partner staff.
• Use computers and printed materials, assist customers in accessing various websites including state systems, for relevant information on job search information and other resource for developing job leads.
• Assist customers in accessing labor market information and provide assistance on applications, resume and cover letter development and work search software tools.
• Maintain the schedule of workshops and orientations, coordinate staying abreast of regional activities to provide customers with up to date information.
• Answer, transfer and direct incoming calls from across the region.
• Maintain customer statistics and provide weekly, monthly, quarterly reports to leadership as required.
• Utilize Extreme Customer Service behaviors in all interactions with internal and external customers.
• Working knowledge of social media platforms and ability to update and manage them.

Other Job Duties: This job description is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by the immediate supervisor and other management as required. The company reserves the right to revise or change job duties as business requirements dictate. It is also understood that the company reserves the right to change work schedules as required, including requiring overtime.

Physical Demands/Work Environment: Physical requirements include carrying/lifting up to 5 pounds, frequently; up to 10 pounds, regularly; and up to 25 pounds, occasionally. Visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to drive an automobile and operate computer keyboard and basic office equipment; subject to carrying, lifting, twisting and reaching to perform essential job functions. Working conditions are primarily in an office environment with occasional travel to other locations.

Required Competencies: Extreme Customer Service focus, learning orientation, communication proficiency, teamwork orientation, technical capacity

Qualifications:

Experience: Minimum 2 years customer service experience required. Must possess excellent verbal and written communication skills as well as demonstrated computer skills. Workforce Service experience or demonstrated ability to serve diverse populations required. Prefer working knowledge of all applicable local Workforce Service programs. Familiarity with applicable federal, state and local laws and regulations required.

Skills/Abilities: Must possess excellent public relations skills. Ability to handle stressful situations required. Basic computer literacy including ability to use the Internet and Microsoft Office products. Ability to multi-task in a fast paced environment. Strong listening and problem solving skills. Ability to work independently with minimal supervision and effectively as part of a team. Excellent interpersonal skills and Extreme Customer Service orientation. Strong oral and written communication skills.

Additional Requirements: Must have valid driver's license and adequate vehicle insurance coverage.

Equal Opportunity Employer

Dynamic Workforce Solutions is an equal opportunity employer/program and auxiliary aids and services are available upon request to individuals with disabilities.